Call Tracking, Call Recording, Marketing Analytics

Product Support and Questions

What are the resources available for my support questions? Where do I go for answers?

Get Satisfaction:

ContactPoint offers help in a variety of ways. The 1st place to look should be this community here on get satisfaction. Here you will find frequently asked questions from our users as well as answers to common questions. Be sure to search here for an answer to any questions you may have. If you do not find an answer here already by all means feel free to ask your question here. We monitor new questions several times daily and you should have your answer very shortly. Also, Feel free to offer feedback give us your ideas, report a problem or offer us praise when we deserve it.

Support Page:

Our support page is your resource for tutorials and videos to help you with your use of the LogMyCalls platform. It is accessed from the upper right corner of the platform.

Phone Support:

We hope we answer your questions on the support page or with our knowledge base in get satisfaction, but if for some reason we did not feel free to give us a call on our support line at: 435-674-6665

Exporting Goals

Can I export my goals page?

No, not at this time, goals must be viewed from the goals page.

Exporting Reports

Can I export reports to excel?

Yes you can! For each report scroll to the bottom of the charts and click the "Click here to see list view of your data" link. When the list view of your data opens in the upper right hand corner right click the excel icon, select save as, name your file and click save.

Downlading Call recording and Scorecard

If I download a call, will it download the scorecard too?

If you wish to download a recording and the scorecard for a call you will need to do this separately. The recording and the scorecard can be downloaded from the scorecard work space located on the score page.

To download the recording right click the download icon in the upper right of the player, select save link as, name the file and click save.

To download the scorecard, right click the PDF icon located in the upper right hand area of the scorecard. Select save as, name the file and click save.

Downloading Calls

Can I download calls to my desktop? if so, how?

Yes you can download the calls to your desktop or another location of your choice. From the player, right click the down load icon in the upper right hand corner of the player, then select save link as and type in the location you would like to save the call. Click save and the file will downloaded to your local machine.

Home Page Metrics

What is the difference between the three different home page metrics I can choose in the key metrics area?

You have three versions to chose from. They are "Calls Metric", Listen Metric" and "Score Metric".

The call metric displays the number of calls received in the time frame selected.

The listen metric displays the number of calls you have listened to in the time frame selected.

The Score metric displays the number of calls that have been scored for the time frame selected.

 

Searching the Application

Please explain how the search box feature works for finding records I am looking for. I noticed I can search "this section" or "whole site". How are these different?

They operate pretty much as they state, if you want data related to the page you are on then use the "this section" search feature, then data in the main work space will be populated with the searched for records.

If you want to find all record types associated with a search query then you will want to use the "Whole site" search. When you do a search for something on the whole site you will be taken to a special search results page where all records will be categorized for your review and selection. Be mindful that the whole site search results page will take you away from the current page you are on, but you will be able to navigate back to your current page.

 

Filter By widget

A common element on the left hand side of the application is the Filter by widget. How does the filter by widget sort data for presentation in the work space?

The "Filter by" widget is at the heart of sorting and filtering data that is viewed in the main work space for a large variety of pages in the application. Depending on the page you are on there will be a different variety of filters available to use for filtering the data you are viewing.

There are 6 different data filters and a date filter. By default 10 rows of data is returned for all data sources. Data can then be filtered down by selecting check boxes in each of the sections available in the "filter by" widget. You may choose as many check boxes as you wish. When no boxes are selected than the data being presented is from all sources.

 

Changing Identities

In the upper right hand corner I see a feature called "Change Identities" what does the feature do and how can I use it?

This feature is present for users whose role is company administrator or higher, other users will not see this feature. The "Change Identity" feature allows the administrator to log in as another user that is under them in their user group, this feature is a quick way to see the application exactly as another user would experience it. This feature is used for user support and other management tasks where viewing the site as another user would be helpful.

This feature allows you to seamlessly change from your own account to other users accounts under your account and back to your own without having to sign in or out or open multiple browsers.

 

EndFAQ

Assigning tracking numbers to goals

When adding a goal, do I have to pick a specific tracking number for that goal? Can I pick more than one? If I don't pick one at all, will it pull results for all my numbers?

You may do all of the above; assign any tracking numbers you wish one or many. If you do not select any then all tracking numbers for that group will be used for the goal statistics.

 

No local tracking number

I have tried to get a new local tracking number but their are only toll free numbers available in the selection list for tracking numbers are their any local numbers available?

There are some markets where local numbers are not available but most likely we just do not have a local number for that location in stock and will need to back order one for you. Just send us a message or give us a call and we will see how we can help you. 866-468-0900

If there are no local numbers available in your area than you can always use a toll free number for the tracking number.

 

Keeping a tracking number

If I cancel service can I keep my tracking number?

We sure would hate to see you go :(, but we are not going to hold anyone hostage with their tracking number, after all you have built up your business using it. So yes you can take it with you. Just contact us by phone and we will get you the information we need to port your number to wherever you need us to. 866-468-0900

 

Tracking number does not work!

For some reason my tracking number is not working, how can I get that fixed? Please hurry!

Occasionally this can happen for a number of reasons, 1st thoroughly check your configurations settings to see if it somehow it is being routed to the wrong ring to number.

Sometimes a wrong number is advertised, check to see if the advertisement has the correct tracking number placed in it.

Call the tracking number to verify it is not working, if so please call us immediately at 866-768-0900 and we will get on it immediately.

 

Naming/ Renaming my tracking number

How can I change the name associated with a tracking number to match the name of the advertising campaign I am using it in?

Click the setup link in the upper right hand corner of the application. Navigate to the advanced tab and click on Manage Numbers. Find the group name in the accordion list you wish to edit. Click the edit icon that shows when mousing over the group name. The right hand side route window will open and load data related to that record. You can edit the tracking number name in the second field from the top.

 

Changing my ring to number

How do I change the ring to number for my tracking numbers?

Click on the setup link in the upper right hand corner of the screen, navigate to the advanced tab and click on Manage Numbers link.

Open the group accordion by clicking the + next to your master groups name scroll down to the groups number you would like to edit, click the + sign and open the group. Mouse over the edit symbol and click edit. The right hand side bar will load with all information for that tracking number, you can then edit any field you wish to.

 

Ordering Tracking Numbers

How do I order new tracking numbers?

Navigate to the setup page and open the advanced tab on the setup menu bar. Under the advanced tab click on Manage Numbers. On the far right side notice the add route widget. In the top section you can choose a group to assign the tracking number to and then click the +telephone icon. A light box window window will open that will allow you to select a new tracking number.

 

Scheduled Call Routing

How does the Schedule routing option for calls effect my call routing?

Schedule routing allows you to change where calls coming from your tracking numbers are routed to at different times of the days or days of the weeks. Scheduling is completely customizable. Take your calls at work during the day and at home in the evenings, the choice is yours.

 

IVR Call Routing

What is IVR call routing and how can my business use it?

Have you ever wanted to sound like a large business with multiple departments? Or maybe you are a large business with lots of departments. IVR call routing allows you to set up a menu for the user to use to have their calls routed to the right department for handling. You know, push 1 for sales 2 for service etc..

Simply set up your menu and record your greeting to match your menu and voila you are set up to route calls to different departments.

 

Geo Routing

What is Geo Routing and how can my business use it?

Geo routing allows you to have incoming calls routed to a number of different locations based on the location of the caller. LogMyCalls patented Near Me routing assistant determines where the caller is located and routes the call to the nearest ring to number set up in your ring to settings. If the callers location cannot be determined or is from a cell phone you can use an optional IVR menu where the customer enters their Zip code. The call is then routed based on the users input.

Geo routing works great for businesses that have multiple locations but would like to use one form of advertising for all locations and have calls routed to the nearest location to the caller.

 

Dynamic Number Insertion

Technical Brief and Feature Definition

Dynamic Number Insertion (DNI) by LogMyCalls allows users to display a different call tracking phone number on their website based on the referring source or a specific URL. DNI enables online marketers to attribute offline phone conversions to specific online campaigns and measure marketing ROI.

Download the full technical brief here.

 

EndFAQ

Granting user access and role permissions

Can I give people access? And if so, can I give them different levels of access and assign them to certain groups?

Yes you can give people access and control how much of the application they can use. This is accomplished by visiting the "Users and groups" pages located inside the set up area here you can create a user for the person and then assign them a role from the pick list on the add user form.

 

Creating User to assign calls to

How do I add a new user so I can assign a call to them?

Navigate to the set up area by clicking set up in the upper right hand corner of the application. Under the General tab click Users and Groups. Scroll over the group you would like to add a user to and click the add user Icon and fill out the form that opens on the right hand side.

 

Passwords and usernames

How do I retrieve my password or username if I have forgotten it?

Don't you hate it when this happens? Well this can be solved quickly and easily. From the main sign in page at LogMyCalls.com click on the "Forgot Username" or "Forgot Password" and they will be emailed to you, but here's a hint, your username is the email address you signed up underneath :0

 

Creating a user

How do I create or edit a user for my company?

Click on the setup link in the upper right hand side of the application. Under the general tab on the left hand menu find the users and groups link and click it. In the users and groups window find the group you wish to add or edit a user for, you may use the search feature if needed. Mouse over the group name and you will see and add user, add group or edit icon. Choose the appropriate icon click it and the editing box will appear of the right hand side of the application. Edit any needed fields and voila you're done.

 

Password

How do I change my password?

To change your current password click on the "setup" link in the upper right hand corner. In the My Information section look toward the bottom and you will see a link that reads "Change Password" click the link and follow the instructions. Please do not use "abc123" as your password :)

 

EndFAQ

Recorded Calls

If I am subscribed to the free plan and then switch to a paid plan will I get recordings of all the calls made while I was on the free plan?

Yes, when you upgrade from the free plan to any paid plan you will see all recordings for all calls associated with your tracking number.

 

Downloading call recording and scorecard

If I download a call, will it download the scorecard too?

If you wish to download a recording and the scorecard for a call you will need to do this separately. The recording and the scorecard can be downloaded from the scorecard work space located on the score page.

To download the recording right click the download icon in the upper right of the player, select save link as, name the file and click save.

To download the scorecard, right click the PDF icon located in the upper right hand area of the scorecard. Select save as, name the file and click save.

 

Downloading Calls

Can I download calls to my desktop? If so, how?

Yes you can download the calls to your desktop or another location of your choice. From the player, right click the down load icon in the upper right hand corner of the player, then select save link as and type in the location you would like to save the call. Click save and the file will downloaded to your local machine.

 

Call Recordings

How long do you keep my call recordings?

We keep recordings available for 90 days. If you require access to them for longer please contact us. You may download any recordings for your needs at anytime as well.

 

Listening to my calls

How do I listen to my calls?

Ok, this one's simple. Click the listen tab at the top. Find the call you want in the list and click play. Wow! two clicks and your there, that was easy.

 

EndFAQ

Ordering Tracking Numbers

How do I order new tracking numbers?

Navigate to the setup page and open the advanced tab on the setup menu bar. Under the advanced tab click on Manage Numbers. On the far right side notice the add route widget. In the top section you can choose a group to assign the tracking number to and then click the +telephone icon. A light box window window will open that will allow you to select a new tracking number.

 

EndFAQ

Google Analytics Integration

How can I integrate my tracking numbers and LogMyCalls with Google Analytics?

LogMyCalls can send phone call tracking information to your Google Analytics account quickly and easily. Phone calls are tracked and reported in Google Analytics just like page visits. In order to use this feature you must have Google Analytics installed on your website. Posting to Google Analytics may be delayed by about one hour.

This feature allows calls made to your tracking numbers to be posted to a specific URL address you provide. The URL can be seen in your Google Analytics account. Here's how LogMyCalls integration with Google Analytics works:

1. Sign up for Google Analytics.
2. After logging in to LogMyCalls, go to the Google Analytics section of the Setup page, enter the URL of a webpage from your website that you want us to send notification to Google Analytics of a page visit (actually a phone call, but will appear to Google Analytics as a page visit). Could be any page of your website. Ideally, create a URL specifically for call tracking.
3. When a call comes through our server from one of your tracking numbers, this triggers us to send a page hit to Google Analytics to the specific postback URL with that tracking number appended to the end.
4. Go to Google Analytics to see how many "page hits" that page received, and sort by "campaign" (tracking number) to see which tracking number has the most hits (calls).

 

EndFAQ